Update from Jonathan Sharp - CEO
As the year unfolds, Jonathan Sharp, CEO, expresses excitement about the transformative journey the company has undertaken. Reflecting on a year filled with innovation and growth, as well as upcoming events and projects that promise to push boundaries and enhance the community.
Introducing Britannic's New Annual Summit Event!
Join Industry Leaders in London to Leverage Analytics, AI, and Automation for Design-Led Excellence, Optimising Interactions and Fulfilment to Drive Superior Customer and Employee Experience, Productivity and Success.
Britannic Partner Updates and Insights
View all the latest and greatest from our well-renowned partner-ecosystem. From the latest technology, to cultural updates and specialist award wins, Britannic tell-all.
Message from the CEO: Driving Innovation, Customer Success, and Social Impact Together
"Dear Customers and Partners,
As 2024 draws to a close, I’m excited to reflect on a remarkable year of development, innovation, and collaboration. Over the past few months, I’ve had the privilege of meeting many of you, discussing recent projects, and hearing firsthand how our solutions have transformed your businesses. Whether it’s improving operational efficiency, enhancing the services you provide, or boosting employee satisfaction, your success stories motivate us to continually push boundaries. We’re particularly proud that our customer satisfaction scores have reached an outstanding 71 NPS based on this year’s projects, showing that the value we bring is making a real impact.
A key contributor to this success has been our Customer Success Programme. With our AI-powered analytics engine, we’re helping you gain invaluable insights across customer interaction channels such as calls, emails, and WhatsApp. These insights are critical when we work with you to review and enhance customer journeys, processes, and experiences. The data we provide isn’t just about solving problems; it’s about enabling proactive strategies that deliver real-world value. And the best part? This service is included as part of our commitment to providing added value to you at no extra cost.
The technology landscape continues to evolve rapidly, with AI playing a central role in this transformation. At Britannic, we’re constantly exploring the latest innovations from our partners and the broader market. I’m eager to share some exciting developments at our upcoming Annual Summit 2024: Tomorrow's World Today, where we’ll focus on how AI, analytics, and automation can revolutionise customer experience (CX) and business operations. These are critical topics as we all strive to stay competitive and ahead of the curve...
Internally, we’ve also made great strides. This year, we’re proud to celebrate 40 years in business, a significant milestone that allows us to reflect on not only the company's journey but also the long-standing relationships we’ve built with our clients and partners. Your trust and collaboration have been essential to our success, and we look forward to continuing this journey together for many more years.
Our people are at the heart of Britannic’s success. This year, we’ve strengthened our Learning and Development programmes, including our project to develop an AI enabled internal Knowledge Hub, which all members of the team have inputted into. With 40% of our colleagues having been with us for over 10 years, our people remain central to both our culture and client relationships. It’s been gratifying to see how much we’ve grown together over the years.
As you know, environmental and social responsibility is a core value at Britannic. We’re committed to making a positive impact, not just in business and the environment, but also in the communities we serve. That’s why I’m excited to announce our new partnership with Matchable, a platform that helps our team engage in meaningful volunteering opportunities. This initiative aligns perfectly with our focus on Social Value, allowing us to give back to local communities while supporting the societal goals that matter to our clients.
I want to extend my sincere thanks for your continued partnership. As we look ahead to 2025 and beyond, I’m excited about the opportunities on the horizon and the chance to keep innovating, collaborating, and growing together.
Best regards,
Jonathan Sharp, CEO, Britannic Technologies"
Annual Summit 2024: Tomorrow's World Today
The countdown is on! The Britannic Annual Summit 2024 (formerly Convergence Summit) is taking place on 21st November 2024 at the Minster Building, London. This year’s theme, "Tomorrow's World Today: Transforming CX and Business Operations with Modern Technology" is for business leaders ready to go beyond the status quo.
Why should you care?
Because being average is no longer enough. Learn how to leverage analytics, AI, and automation to not just survive—but thrive.
What’s in it for you?
Gain forward-thinking insights without the fluff and connect with industry innovators who aren’t afraid to challenge the norm. Participate in breakout sessions and panel debates packed with strategies and solutions you can implement immediately.
Don’t miss our keynote speaker Belinda Parmar OBE — CEO of The Empathy Business, who will demonstrate how empathy and AI can enhance customer service, the difference between empathy and sympathy in leadership, and share real-world examples of how Belinda has embedded empathy at scale in major brands and government operations.
Britannic's Latest Product Updates
We’re excited to share a selection of key new features in the NetX Portal designed to enhance your experience and improve functionality. These updates aim to streamline processes and provide valuable tools for our users:
- Customer Access Enhancements: Improved features highlighted for better visibility.
- Number Filters: Add SMS short codes, SMS alpha-tags, and E.164 formatted numbers to whitelists and blacklists.
- Analytics Visualisation: New histogram that summarises the last 24 hours of inbound/outbound calls, with filtering options and hourly grouping.
- Call Recording and Trace: Ability to download multiple call recordings and traces, with options to delete selected records (Admin role).
- Feedback System Update: Updated feedback icon and streamlined submission process, generating emails with star ratings and comments.
- Help Resources: Removed outdated "How To" videos; help requests will now generate emails for review.
Don’t Let Your Patients Down - Embrace the Digital Revolution in Healthcare Consulting
The COVID-19 pandemic has radically transformed the healthcare industry, forcing a shift toward digital solutions that are now shaping the future of patient care and healthcare consulting. From telemedicine to AI-driven diagnostics and wearable tech, these innovations are revolutionising the way healthcare professionals work and interact with patients. Want to know how these technologies are driving efficiency, enhancing care, and setting new industry standards?
Discover How The Digital Revolution Is Transforming Healthcare
CNA Awards: Reseller Business Transformation Award
We are thrilled to announce that we were finalists in this year’s prestigious Comms National Awards! Our commitment to innovation and excellence has earned us recognition in the Reseller Business Transformation Award category, showcasing our dedication to transforming business communications and delivering exceptional value to our clients. A heartfelt thank you to our amazing team and partners for making this achievement possible.
To Learn More About The Awards And Explore Other Categories And Finalists
Signed Sealed & Delivered - The Demise Of Customer Experience
Customer experience is tanking, and it's costing UK businesses billions. A single bad experience is all it takes for 80% of customers to walk away—and they won’t keep quiet about it. If your business isn’t handling complaints and closing the loop, you're leaving money on the table and pushing customers to your competitors. It’s time to step up, get serious about customer feedback, and start delivering results that keep people coming back.
Read The Full Article To Learn How You Can Fix The Cracks & Stay Ahead Of The Game
Our Customer Success Programme
Our Customer Success Programme takes a comprehensive, consultative, and outcome-based approach to ensure your business thrives. We start by understanding your operational challenges and strategic goals, aligning our solutions with your objectives from the beginning. Through deep analysis, we identify root causes and uncover opportunities for improvement. We provide transparent findings, tailored solutions, and clear pricing. Our scenario-based sessions demonstrate exactly how our solutions work for you, and our fully costed, phased proposals include detailed ROI information. With a commitment to business outcomes and end-to-end support, we prioritise open communication and personalised attention, ensuring seamless integration and long-term success.
Click Here To Unlock The Key Benefits To Our Customer Success Programme8x8’s Key Summer 2024 Product Introductions & Updates
8x8 Contact Centre Updates
8x8 have enhanced their 8x8 Contact Centre with conversational AI for more natural, personalised voice interactions at scale. Accurate AI summaries are now accessible in your CRM or external platforms, helping agents deliver more contextual service. Updates to their Microsoft Teams integration also improve First Contact Resolution by connecting agents with internal experts more easily.
New Product: 8x8 Engage
8x8 Engage is an AI-powered, tailored solution that enables cross-organisation customer engagement for enhanced customer experiences, fostering loyalty and driving business success. Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact centre, 8x8 Engage empowers this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes.
8x8 Work Improvements
8x8 have rolled out new features for 8x8 Work, aimed at boosting collaboration. Enhancements include late arrival summaries and emails in 8x8 Meetings, new hardware certifications, and integrated device call control for a smoother experience. IT administrators now enjoy greater control over app settings and caller information pop-ups, improving both security and user experience.
8x8 Communication APIs Updates
8x8 Communication APIs now support Silent Mobile Authentication, providing a simple, one-click solution for phone number verification to enhance security. Additionally, a new WhatsApp messaging campaign scheduler helps optimise strategy and planning, while native integrations with CleverTap and MoEngage boost customer engagement. These updates streamline communication and deliver more seamless customer interactions.
Explore All 8x8’s Product Updates & Releases: 8x8 Wins Stevie® Awards in 2024 International Business Awards® for Continued Excellence in Professional Services
8x8 has been recognised in the 21st Annual International Business Awards®, receiving a Silver Stevie® Award for Technology Team of the Year and a Bronze Stevie® Award for Customer Service Team of the Year. These awards highlight the company's Professional Services team for their personalised, customer-centric approach in the cloud communications sector. The Stevie® Awards, judged by over 300 executives worldwide, are a global benchmark for business excellence.
See What The Judges Had To Say About 8x8
8x8 Launches New AI-Powered Housing Association Solution to Minimise Costs Around Property Maintenance and Upkeep
8x8 has announced the release of 8x8 Active Assessor, a cost-effective solution designed to help landlords proactively engage tenants and ensure homes meet health and safety standards. By leveraging AI-powered messaging and video technology, 8x8 Active Assessor enables quick identification and resolution of property issues, such as damp and mold, reducing repair times from weeks to hours. This solution helps landlords comply with regulations and improve tenant satisfaction.
Five9 Partner Updates
Five9 Announces AI Integration with Salesforce for a Unified View of the Customer
Five9 has announced an exciting new phase in its collaboration with Salesforce, integrating AI-powered solutions to enhance customer experiences in the contact centre. The latest release of Five9 for Service Cloud Voice combines Salesforce Einstein with Five9’s AI suite to provide real-time guidance, improve conversation intelligence, and streamline agent tasks. This deeper integration aims to boost agent productivity and customer satisfaction through smarter, AI-driven solutions.
Five9 GenAI Studio Wins Most Innovative Product at 2024 UC Awards
Copy: We’re excited to share that Five9 GenAI Studio has been named Most Innovative Product at the 2024 UC Awards! As customer expectations rise, AI continues to play a crucial role in transforming customer experiences, and GenAI Studio leads the way with its ability to enhance engagement, satisfaction, and loyalty. This award highlights Five9’s commitment to driving AI-powered CX innovation.
Zoom Partner Updates
Whats’ New: The Latest Zoom Releases You Don’t Want To Miss!
Zoom’s latest updates bring a host of powerful new tools designed to enhance productivity and streamline workflows. Among the highlights are the Zoom AI Companion ROI calculator, which helps users see potential savings, the Workflow Automation Tool for automating repetitive tasks, and the Zoom Events page builder that allows for the creation of branded event landing pages. These updates reflect Zoom’s ongoing commitment to delivering innovative solutions that empower businesses to communicate and collaborate more effectively.
How To Build Your Best Hybrid Work Environment With Zoom
Zoom’s latest blog explores the real challenges of hybrid work and offers practical solutions. Discover how to equip your dispersed teams with the right tools, meet your employees' growing expectations, and still deliver top value—even with tighter budgets. Zoom’s innovative approach to hybrid work is designed to help you stay ahead in today’s evolving workplace.
Find Out How To Create Your Best Hybrid Workforce Environment
Zoom Strengthens Commitment To Educational Institutions With The Launch Of The Education Ambassador Programme
Zoom has launched the Zoom Education Ambassador Programme, bringing together over 30 educators and administrators from K-12 and higher education across North America. This new programme aims to foster a community passionate about leveraging Zoom Workplace to enhance learning and improve administrative productivity. The programme will expand to educational institutions in other global regions over the coming year. Ambassadors will share best practices, contribute to product development, and help shape the future of Zoom in education.
Mitel Partner Updates
Celebrating Mitel's 2024 Success: Products, Programmes and People
Over the first half of 2024, Mitel has been making waves, earning numerous industry awards for its innovative products, programmes and exceptional leadership. From winning Virtual Workspace Platform of the Year to being recognised as Unified Communications Product of the Year, Mitel continues to demonstrate their commitment to excellence. Additionally, Mitel leaders have been celebrated in CRN’s Channel Chiefs and Women of the Channel lists, further solidifying our leadership in the industry.
Explore All The Achievements Mitel Have Celebrated So Far This Year!BLOG: Lessons Learned in Communication Resilience
The recent global CrowdStrike outage highlights an important lesson for enterprises: even with significant investments in continuity planning, no system is entirely immune to unexpected disruptions. During this event, Mitel customers experienced no outages, emphasising the importance of communication resilience. Whether in healthcare, emergency services, or public sector operations, having a reliable communications system is essential. Mitel’s approach focuses on hybrid infrastructure, strong security measures, and compliance with industry standards to help ensure uninterrupted communications.
Mitel in The News: 5 Stories You Might Have Missed
As many of us took a summer break, Mitel have combined their July and August news into one update. Listen to Mitel’s CTO's insights on how AI is reshaping business communications and customer experience. Plus, catch up on interviews with Mitel’s Head of DACH and CMO as they discuss the future of unified communications and their focus on industry-specific solutions. They also explore how our vertical application partners are enhancing frontline efficiency with innovative integrations.
Calabrio Partner Updates
Calabrio Savings Calculators
Are you maximising savings in your contact centre? Calabrio’s Savings Calculators can help you uncover opportunities to reduce costs across key areas. Whether it’s improving scheduling efficiency with the Workforce Management Calculator, boosting employee morale with the Performance Coaching Calculator, increasing productivity with the Data Management Calculator, or enhancing customer experiences with the Quality Management & Analytics Calculator, each tool is designed to highlight potential savings.
Try The Calculators Now To See Where You Can Save!Calabrio Introduces All-in-One Compliance Recording Solution for Webex Calling
Calabrio has enhanced its Call Recording capabilities for seamless integration with Webex Calling, part of Cisco's cloud-native unified communications solution. This enhancement offers businesses a comprehensive, all-in-one solution for compliance recording, extending Calabrio's call recording and compliance management features to Cisco’s platform. By leveraging this integration, organisations can improve performance, safeguard customer information, and ensure regulatory compliance across contact centres and back-office operations.
Calabrio ONE Awards Celebrate Customers Leading Contact Centre Innovation
Calabrio recently announced the winners of the 2024 Calabrio ONE Awards at the Calabrio Customer Connect (C3) event in Las Vegas. These awards celebrate organisations and individuals who are transforming workforce optimisation, customer experience, and employee engagement using Calabrio solutions. This year’s winners include leaders from industries like food service, finance, and insurance, recognised for their innovative use of data, technology, and collaboration.
Uniphore Partner Updates
Uniphore Recognised in 12 Gartner® Hype Cycle™ Reports
Uniphore has been recognised in 12 Gartner Hype Cycle reports for 2024, highlighting its innovation in critical AI and analytics technologies. This recognition reflects Uniphore’s commitment to addressing enterprise needs with cutting-edge AI solutions, including Emotion AI, which transforms human behavioural data into valuable insights. The reports offer businesses key insights into the maturity and impact of technologies like Enterprise AI, helping them navigate the rapidly evolving tech landscape.
Discover the 12 Gartner Hype Cycle ReportsHow It Works: Emotion AI in Group Conversations
Emotion AI is transforming the way businesses enhance customer experiences, providing real-time insights into what drives customer actions. Uniphore’s advanced technology goes beyond individual interactions and even gauges the emotional atmosphere in group settings, like video conferences. By analysing facial expressions, body language, tone, and sentiment, Emotion AI delivers a complete picture of how participants feel, helping businesses adapt their approach.
INFOGRAPHIC: When the Agent Experience Suffers, So Does Customer Experience
Copy: Nowadays, agents are more stressed and frustrated than ever, with many considering leaving their roles. Traditional tools aren’t enough to address these challenges. The key to improving the agent experience is providing real-time guidance and coaching right when they need it—while they’re resolving customer issues.
